Call Center Glossary
Given below are some of the most frequently used phrases and words in BPO-Call center industry, along with the related definition
A
Agent: A person who handles incoming and outgoing calls. He or she is also known as call center representative or customer care representative.
After-Call Work (ACW): It is also known as wrap-up or post call processing (PCP). The work done by a call center agent besides taking calls like entering data, filling up customer information and making necessary outbound calls that are required to complete a transaction process
Agent id: It refers to the identity code that is used by the agents to log him into the ACD system.
Agent efficiency: It actually refers to the time spend by an agent in After-Call Work or in Talk Time, while handling one transaction
Audiotex:This refers to the voice processing ability which enables the callers to automatically access the announcements recorded from before.
Adherence To Schedule: It is a general term which refers to how the agents are found to adhere to the schedules.
Announcement: refers to a verbal message recoded and played to the callers.
B
BPO: It is an acronym for "Business Process Outsourcing".
Business Process Outsourcing: It is a process of delegating the non-core business functions to a third party service provider. Here the non-core business functions means back office or those jobs that do not constitute the core business functions.
C
Call Center: A centralized office where calls are transmitted and received
Captive Center: An operation that is owned by an offshore company. The activities are performed offshore but are not outsourced to a third party.
Co-Sourcing or Cosourcing: It is a kind of arrangement between the internal staff and the outsourcing vendors. Both perform specialized business functions.
Cost Per Call: The total costs (variable and fixed) which is divided by the total calls for any given time period.
Collateral Duties: All non-phone tasks- like data entry and others, which are flexible and planned during those periods when the call load is found to be slow.
D
Delayed Call: A call that is placed in queue and cannot be answered immediately.
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